Post Office challenges to be addressed
Leinanyana Tsiane | Thursday June 18, 2015 14:49
Speaking with Mmegi, Lebogang Bok revealed that management was aware of the some stalling challenges at Gantsi Post Office branch, which are currently being addressed.
A majority of Gantsi residents have been complaining about the poor services at the Gantsi branch with some of them threatening to completely stop using the post office for any service they provide.
“Whilst we do not entirely attribute the poor service to this challenge, we acknowledge that it could be contributing to a certain extent, particularly to turnaround times,” Bok said.
She also said they are currently embarking on developing a robust customer programme which will deal with service issues amongst them, turnaround times in their branches and conduct of their staff. She further said the long queues observed at Gantsi branch at month-end are attributed to the payment services that they deliver on behalf of Government, particularly social benefits and Ipelegeng payments.
However, Bok said there is an arrangement for pensioners to get their payment throughout the month. She added that this arrangement is meant to reduce congestion at all the branches and to also provide convenience for Bagodi.
On frequent ‘network failure’ at the branch, Bok explained that at times it is not entirely the doing of Botswana Post since they often depend on third parties for delivery of their services through technology.
“So, like other service providers who depend on the uptime of the network, we equally get affected whenever there are network interruptions from service providers,” she noted Furthermore, Bok said their services are impacted negatively by the power cuts that have been, of late, frequent nationwide. However, she disclosed that Botswana Post is looking into alternatives, particularly power back-ups to avoid service interruption during power cuts so that they continue to serve Batswana with excellence.
With regard to the bad attitude attributed to some staff members, Bok said Botswana Post gives priority to excellent service delivery and therefore have all pledged to be icons of excellence. She added that all postal employees undergo robust induction and customer service training being the backbone of their operations and are taught the importance of living their values, which are Botho, Integrity, Courage, Innovation and Service Excellence on and off duty. She noted that they frequently train their staff, especially if there are new products to be introduced and branch managers and supervisors are from time to time offered refresher courses. Bok said they are aware of concerns by customers regarding access to social media platforms at Kitsisong centre but that they were are currently addressing them.